Wednesday, July 29, 2015

Getting in touch with remote experts

First-call resolution is a mantra in many modern contact centers. Serving the customer well the first time she calls is the best way to maintain exceptionally high customer satisfaction. It is therefore almost a must for an agent to be able to answer all questions and fulfill all needs. Or is it? Unfortunately there is no such agent. Here comes the remote expert.

Agents are a customer’s first contact. It is therefore important for them to either serve the customer well or find someone who will. Often the needs of a customer can only be satisfied by an expert within the company. 

But how do you find her? Is she ready to help the customer? Is she the right one?
2Ring TEAM Gadget introduced an Active Directory contact search in version 1.x of its gadget suite. It allowed agents to search for a person inside the Active Directory and once found, to quickly make a consult call, transfer a call or at least ask for help via chat depending on what suited the agent best. 



If the company used presence software such as Cisco Unified Presence Server, it also automatically displayed the presence status to quickly see if the expert could help  at that time or if another should be asked for help.

However, the Active Directory is not always the best place to look for company experts. It may be too slow, too big, or too fractioned to find someone by a single search. To combat this problem, the 2.0 release of the gadget suite extended the search possibilities to query 2Ring PHONE SERVICES, a universal directory importing data from various multiple contact information sources(a CRM, ERP or even Active Directory itself).

Similar to Agent Profiles, the Contact Profiles allow integration of 3rd party web applications that extend the possibilities to determine important information about a contact. An often used scenario is to embed the intranet profile of the contact. This helps the agent choose the right person based on previous evaluations, interact with her through means provided by the intranet app, and finally endorse her after a successful call resolution. 
An example of an app to embed is Claromentis Intranet, as shown below:

Claromentis Intranet is a cloud based intranet platform that further enhances collaboration possibilities thanks to its integration into 2Ring TEAM Gadget.

Finding the right expert is now much quicker and easier. 2Ring TEAM simplifies the call handling and handover to the expert at hand. Integrating with an intranet extends cooperation into areas that have been the domain of stand-alone software solutions until now.

Miro Moravek
Managing Director, 2Ring

Contact us
To learn more, visit the product page of 2Ring GADGETS at www.2Ring.com/GADGETS. You can also schedule a live demo at www.2Ring.com/WebEx.

Tuesday, July 28, 2015

Call History and Agent State trace come to Finesse... Finally

Agents and supervisors have been able to view an agent’s call history for years using Cisco Agent Desktop and many alternative CTIOS-based desktop applications such as 2Ring Agent DESKTOP. However, call history was one of the features that was not immediately brought over to CAD’s successor, Finesse. 








The Agent State Log feature was also omitted from the first versions of Finesse. 
Many partners and customers have begged for these feature to come back, and some have even refused to move to Cisco Finesse until these features return.





















On the other hand, Cisco has made its new desktop alternative Finesse a very customizable and pluggable platform. There is a set of APIs that allows skilled developer partners or even individual developers to enhance the out of the box experience with features not even yet known in the form of plugins called gadgets.

2Ring has specialized in bringing the comfort of  CAD’s features to Finesse since its first day of availability. 2Ring migrated the first European customer, a bank, to Finesse from previously used CTIOS architecture, and to do so it had to replicate many missing features for Finesse. 

Although Call History and Agent State Log did not make it into the 1.x releases of 2Ring GADGETS, they have become part of a major update called 2Ring GADGETS 2.0 released in May 2015. Both of these features have been integrated into 2Ring TEAM Gadget.



The new incarnations of Call History and Agent State Log are now accessible for both agents and supervisors. The history can be loaded for a single day, multiple days, or even weeks. The grids have been enhanced by inline filtering, paging and sorting, features not available in the original form.

The call history also allows users to redial previously held calls with a single click of a mouse button if an agent needs to call back or again. The visualization is modeless and does not block the agent from using any other part of the desktop. Supervisors can even switch between multiple agents without the need to reopen the history on each individual agent. They can just pick another agent and the history is automatically shown.

2Ring did not stop here. The agent profiles can actually host almost any other web-based application relating to agents. Now various reports from CUIC, call recording software, or workforce management can be accessed. The agent profile has become a one-stop shop for all agent relevant information.

Please welcome back the most requested features, Call History and Agent State Log.

Miro Moravek
Managing Director, 2Ring

Contact us
To learn more, visit the product page of 2Ring GADGETS at www.2Ring.com/GADGETS. You can also schedule a live demo at www.2Ring.com/WebEx